Service Now: Emails regarding an incident are coming through (And they are duplicated) .

[nameisnani]

Hi Team ,

Service Now: Emails regarding an incident are coming through (And they are duplicated) .
Attached emails came through to me(caller) even the incident has been resolved many hours ago. (And it was already promoted)

These many emails got triggered

Notification

Who will receive is caller .

How to fix this issue . can anyone please help me here 

Thanks in advance

[Sid_Takali · Accepted solution]

Hi @nameisnani Yes just make a change in condition only.

Please make my answer Correct/Helpful,

Regards,

Siddharam

[nameisnani]

@Sid_Takali  

Please confirm that I need to only update 'is' to ' changes ' right ? 

Or anything I need to update ?

[Sid_Takali · Accepted solution]

Hi @nameisnani Yes just make a change in condition only.

Please make my answer Correct/Helpful,

Regards,

Siddharam

[SunilKumar_P · Accepted solution]

Hi @nameisnani, as the email is configured to trigger on insert and update and also the condition states that Major Incident State is Proposed, this will send emails on every update and if the Major incident state is proposed.

You can try changing the condition to Major Incident State 'Changes To' Proposed, this will make sure to trigger the email only when the Major Incident State changes to Proposed.

Regards,
Sunil

[nameisnani]

Hi @SunilKumar_P @Sid_Takali 

Should I uncheck ' inserted ' . 

Please confirm here

[Sid_Takali]

Hi @nameisnani No, Ideally it should only Updated checked.

Regards,

Siddharam